Customer Support Representative

Title of the Position: Tier 1 Customer Support Representative 

Department: Client Care Reports to: Customer Support Manager

Type of Position: Full-Time Hours per Week: 40 

Pay: Non-Exempt                              Level: Associate 1           

Company Overview: 

Do you enjoy making a difference in a child's life, transforming education, and evolving learning? Come join Teachstone, the interaction company! Teachstone® was founded in 2008 to deliver the Classroom Assessment Scoring System® (CLASS®) nationwide and around the globe. Developed through years of research, the CLASS observation tool measures the interactions between teachers and children, which have been shown to drive learning and lifelong achievement. Teachstone helps organizations conduct classroom observations and provides professional development so that teachers improve, and children learn more. Our online subscription service, myTeachstone, simplifies CLASS implementation by combining observation data with a robust library of CLASS resources and professional development. 

At Teachstone, everything we do is about improving the ways teachers interact with their students. We train coaches and observers, build and deliver online support programs, design professional development – all of it grounded in one proven fact: the interactions teachers have with students have a lasting impact on their academic and developmental success. By helping educators describe, measure and improve their interactions and relationships with students, Teachstone is transforming education nationwide, one interaction at a time. 

Role Overview:

We are looking for a Tier 1 Customer Support Representative (CSR) to join our team and be the first point of contact for our clients. In this role, you’ll act as a liaison between our organization and our customers, providing timely, accurate information and resolving issues with care and efficiency.

The ideal candidate is a strong communicator, organized, tech-savvy, and committed to delivering a high-quality customer experience.

Role Responsibilities:

• Respond promptly to customer inquiries and complaints, delivering appropriate solutions and ensuring follow-up and resolution within agreed timeframes.
• Build lasting relationships with customers through open, engaging, and proactive communication.
• Maintain detailed records of customer interactions, including issue tracking, account updates, and documentation.
• Coordinate the shipment of materials and equipment to clients.
• Generate and prepare professional documents, reports, and correspondence as needed.
• Answer and direct customers from the general inquiry line to appropriate team members.
• Collaborate with internal departments to ensure customer needs are met and expectations exceeded.
• Use appropriate tools and systems (e.g., CRM platforms) to access and provide accurate product and service information.

Role Qualifications:

• Proficiency in Google Workspace or Microsoft Office Suite (Word, Excel, Outlook, etc.) and basic database navigation.
• Previous customer service experience, with strong communication and interpersonal skills.
• Ability to adapt communication style to suit a variety of customer personalities and needs.
• High degree of professionalism, discretion, and confidentiality.
• Strong time management skills and the ability to prioritize and multitask in a fast-paced environment.
• Capable of working independently and collaboratively across teams.
• Excellent verbal and written communication skills.
• Experience working in a remote office setting is preferred.
• Familiarity with CRM systems and customer service tools.

Preferred Qualifications:

• Fluency in both English and Spanish (written and verbal) is strongly preferred.
• Prior experience in logistics coordination or support of professional development.
• Demonstrated success in cross-functional teamwork, especially in client-facing roles.

What We Offer

• Salary Range: $$21.67-$21.80/hr.  per hour based on experience and internal equity
• Competitive, equitable pay based on consistent benchmarks—not negotiation
• Comprehensive benefits supporting well-being, belonging, and flexibility

Help Drive Real Impact
We’re not just building products – we’re building a better future for educators and children. If you’re passionate about making research meaningful, data actionable, and educator voices central, this is the role for you. Join us to bring the power of interactions to life.

Enthusiastic about continuous learning and professional development.

Do you enjoy making a difference in a child's life, transforming education, and evolving learning? Come join Teachstone, the interaction company! Teachstone® was founded in 2008 to deliver the Classroom Assessment Scoring System® (CLASS®) nationwide and around the globe. Developed through years of research, the CLASS observation tool measures the interactions between teachers and children, which have been shown to drive learning and lifelong achievement. Teachstone helps organizations conduct classroom observations and provides professional development so that teachers improve, and children learn more. Our online subscription service, myTeachstone, simplifies CLASS implementation by combining observation data with a robust library of CLASS resources and professional development. 

At Teachstone, everything we do is about improving the ways teachers interact with their students. We train coaches and observers, build and deliver online support programs, design professional development – all of it grounded in one proven fact: the interactions teachers have with students have a lasting impact on their academic and developmental success. By helping educators describe, measure and improve their interactions and relationships with students, Teachstone is transforming education nationwide, one interaction at a time.